The present invention relates to a method for routing communications in a telecommunications network comprising a first telephony user device and a server system. The method includes at the first telephony user device: receiving instructions to initiate communications with a contact associated with an address; initiating communications via a channel within the telecommunications network to a local address for the server system; and transmitting information associated with the contact address to the server system via the telecommunications network. A communications action is performed in relation to the contact at the server system. Other methods, devices, systems and networks for routing communications are disclosed.

Provided is a method and system for automatically connecting a call of a Voice over Internet Protocol (VoIP) service. A method of automatically connecting the VoIP call in an electronic device implemented by a computer may include a setting a specific counterpart among counterparts capable of making the VoIP call over a network as an automatic connection target; and automatically connecting a call with the specific counterpart immediately in response to executing a program including a function of providing the VoIP call without performing a calling operation and an acceptance operation for a call between a user of the electronic device and the specific counterpart.

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

Systems and methods for initiating communication with a controlled-environment facility resident by a non-resident may employ a controlled-environment facility secure communication platform that receives an incoming communication request from a non-resident, directed to a telephone number assigned to a controlled-environment facility resident and/or a controlled-environment facility media and/or communications device associated with the resident, for a communication with the resident. The facility secure communication platform sends an event notice to the device associated with the resident or a controlled-environment facility media and/or communications terminal associated with the resident, in response to receipt of the incoming communication request. The device or terminal presents an option to accept the event notice and the controlled-environment facility secure communication platform and/or the device or terminal connects an outgoing communication from the device or terminal to a device associated with the non-resident, in response to acceptance of the event notice.

A telephone subnet crawler is used to access automated telephone response systems and index the information, contents and structure contained therein. A database of the information, contents and structure of a plurality of automated telephone response systems is created by the telephone subnet crawler. A user interface provides a waiting party with direct access to the information, contents and structure of the automated telephone response systems contained in the database. Where an automated telephone response system requires user input, the user interface calls the automated telephone response system and navigates to the node requiring user input, provides the user input and displays the results to the user. Where an automated telephone response system connects to an operator, the user interface calls the automated telephone response system, navigates to the node for an operator, and when an operator is detected, calls the user at a user provided callback number.

Systems and methods for multi-factor authentication of a caller identification (ID) identifier are disclosed. In embodiments, a method includes: receiving, by a computing device of a call recipient, a call request message from a remote caller device of a caller, the call request message including an authentication token shared between the caller and the call recipient, and an identifier; authenticating the caller using the authentication token; saving an authorized caller record in an authorized caller list on the computing device, the authorized caller record including the identifier; receiving an incoming telephone call from the caller, the incoming call including a caller ID identifier; determining that the caller ID identifier matches the identifier in the authorized caller record; and initiating completion of the call based on the determining that the caller ID identifier matches the identifier in the authorized caller record.

Systems and methods for video visitation and calling using Rich Communication Services (RCS) are described. In some embodiments, a method may include: receiving a text message, via a native RCS client of a non-resident device operated by a non-resident of a correctional facility, indicating that a scheduled video visitation session with a resident of the correctional facility is available to be established; and establishing the scheduled video visitation session between the resident and the non-resident, at least in part, via the native RCS client.

A business interfaces with a messaging server to establish routing rules that associate particular types of requests from users of clients with specific roles of agents in an agent pool. A user of a client engages in a canonical messaging thread with the business server via the messaging server. The messaging server receives a call request from the client. The messaging server uses the routing rules to identify the agent role to serve the user's request. The messaging server may exchange routing messages with the user in the canonical thread. The messaging server selects an agent from the agent pool to service the user's call-based communication request based on the profiles of the agents and the identified agent role. The messaging server establishes a call between the user and the selected agent. The agent and user may exchange messages on the canonical thread between the user and the business.

A system for sending limited-content message texts to a debtor, where each message comprises a fixed format, comprising an agent's name, a callback number, and optional suggested times for the recipient to callback the agent. The limited content message texts are sent over a time period during the work schedule of the agent and the optionally suggested callback times may take into account the agent's schedule. Upon receiving a voice telephone callback from the recipient, a comparison is performed on the calling party number to ascertain if it matches a called party number of one of the sent limited-content message texts. If matched, then the call is routed to the agent identified in the limited-content message text. The agent is further presented with information indicating the voice telephone call is a callback in response to a previously sent limited-content message text.

Processing customer communications may include receiving a communication from a customer device via a messaging application. One example method of operation may include transmitting a message from a conference call server to a user device, receiving a response message from the user device, extracting the response message data, processing the response message data and identifying one or more conference call preferences, and transmitting a notification to the user device when a conference call date occurs.